o2 complaint

knowing

Hi

Sorry if this is in the wrong thread but i wondered what advise someone could give me..

i sent the below email to o2 tonight, i was wondering if anyone else has had the same sort of experience with o2 and could clue me into what may happen next...

"Hello.

I am writing to complain about the level of service i have received over the last few weeks.

I originally called a few weeks ago to change date my direct debit was due and the account it came from. I was told that the changes could not be actioned in time for the May payment. I explained that, as my payday is the 27th of each month and my Direct Debit was due on the 24th, i wouldn't be able to pay until the 27th. The gentleman i spoke to agreed that i could cancel the direct debit from my old account, call on the 27th to make a payment and the direct debit would start on the 28th of the month each month from June. During this call i queried when my credit for my deposit would be ready. He told me this would be on 15th June.

I then called on the 24th to double check when my deposit would be ready, as the person i spoke to before didn't really seem sure about what he was saying. She confirmed june and told me that my payment for May has been collected. Which was weird as, being 3 days before payday, i KNEW i didn't have any money. I asked her to double check this and she confirmed the payment had definitely been taken and it had cleared.

A few days later i came home to find a bank charge. contrary to what i had been told the direct debit account had changed. I called in again and was advised to fax this letter to you, with my mobile number written on it, so it could be looked refunded. I was told to go in to my o2 store and they could fax it over and call back in a few days to check it had been received. I called back and spoke to a man who told me that he would need to contact the admin team to see if they had received it, but he didn't actually know how to contact them. (this call was on 3rd June 2010 at 12:06) he told me he would call me back, and that he was in until 8 that evening. I did not get this call back.

I called again on 4th June at 18.23 to see if there was any answers yet and i was told there was no notes to say i called. The lady i spoke to said she would speak to admin and call me back the next day, i asked her to call around lunch time as i would be sleeping/busy the next morning. I had no call back.

During the above i had noticed that my iPhone o2 Application was showing me that i was £100.00 in credit.

I then called on 7th June at 12.21 to check AGAIN if the fax had been received and spoke to sue. Sue has been the most helpful person i have spoken to this whole time. I vented a little at her about the lack of answers and service i had been getting, for which she apologised. She said that again no notes had been placed on my file. I asked her out of interest why my iPhone was showing the credit when their system wasn't. She told me she didn't know why as the payment had definitely not been applied to my bill. She then noticed/realised that it actually had been credited and told me this would be refunded to the account my direct debit came out of (i wont type it in here, security and all that) and that it would use this particular sort code and account number. she then advised me that she would go and speak to the admin department and call me back. To my utter amazement 15 minutes later she called me back and confirmed receipt of my fax and that the £15.00 bank charge would be refunded to my next bill. I thanked Sue and thought that this would be the end of it.

Today while playing around with my phone and needing to retrieve my mobile number i noticed that the £100.00 credit was still showing on the application. I decided to call briefly just to check that it had definitely been refunded and Jordan confirmed it had and that it should have credited my account today. I checked all 3 of my bank accounts, just to be on the safe side, went in to 2 different banks to check this wasn't being held or was pending clearance.......Nothing. I went to the o2 Branch as i thought it may be easier to get a straight answer, instead of being messed around and told conflicting information. The o2 rep did not have access to the customer system so he called customer services who wanted to check a few things before they could confirm if the refund had been processed and where it had been processed to. I was promised another call back which i received from Sue with half an hour. Sue then asked me for the card details i used to pay my deposit. Alarm bells started ringing.. why would you need these when i had been assured over and over that the refund has been done? Sue then informed me that they couldn't process to this account. I gave her my card details and now i am told i have to wait 5-7 working days for this money. For my money.

You ask on your complaints procedure form for suggestions of what you can do to put things right. So, here we go.

1. A Formal written apology for the inconvenience this has been causing and will continue to cause until this has been put right.

2. An explanation as to why, after my initial call, not one person knew, without me telling them, that i had changed the payment date of my direct debit, which changes my bill generation date

3. Why it isn't logged that on every call i have made so far i have been asked about o2 home broadband and telephone and that i am not interested?

4. confirmation (screen shot, receipt, anything!!!) that this payment has processed.

5. An explanation as to why (when, as my mobile phone contract provider, you blatantly have a contact number for me) i was not contacted to advise that you couldn't process the refund to my new bank account. All you have done is put obstacles in between me and my money. I shouldn't have to jump through hoops for you

6. A gesture of good will for the time, stress and inconvenience this has caused.

I eagerly wait your reply. "

I deal with complaints daily and hope i get a decent response from this!

Oscar_The_Grouch

Hi there

I've had nothing but top class service from O2. I'd be interested in hearing what they say about your letter, which I think has been well crafted.

knowing

Thank you, I was really happy with them until this, I had a contract with them a few years ago and they were great then!

As soon as I get a response I'll post it, although from their auto response I think they will be calling me.

knowing

Checked my bank this morning and I finally have my refund! Now just waiting for a response to my complaint!